Enterprise Support
Services
Problem Management
and Escalation Process
REFERENCE GUIDE
Data Sheet: Security Management
Enterprise
Support Services Problem Management and Escalation Process
Symantec™ Event Manager for Antivirus
Symantec’s commitment to our customers
Symantec is committed to delivering high-quality products and support to our enterprise
customers and partners. In the event that you need to escalate a case, our senior technical
staff is ready and available to help you effectively address your issue. Symantec has a
global escalation management process to keep you informed of your escalated case status
every step of the way. A manager within Enterprise Support is assigned to every escalation
to address and/or oversee the case. The manager will work with you to evaluate your
situation, facilitate the issue at a global level, and act as an advocate on your behalf.
Features
•
•
•
•
Consistent, worldwide problem resolution process
Formal action planning process
Specific roles and responsibilities for Escalation Team members
Active customer participation
Benefits
• Efficient problem resolution
• Improved communication
When should an escalation be initiated?
An escalation may be warranted if you are not satisfied with the level of service you
have received, or want to emphasize the urgency of the problem.
What is the process for escalating my case?
The entry point into the Symantec escalation process is through your local Technical
Support Center. When connected, please ask for the Duty Manager.
Have your case ID available to help us quickly identify the case owners. Advise the
Duty Manager of the situation, including what actions you are requesting Symantec
take, production dates or deadlines that may be adversely affected, and any other
anticipated business impact if the case is not promptly addressed. The Duty Manager
will assess the situation and determine if the needed actions are in the scope for
him/her to perform, for example, the arrangement for a Technical Support Engineer
callback or moving the case to an advanced Support Team or Development. If the
needed actions are out of scope for the Duty Manager to perform, the Duty Manager
will assign the case to an Escalation Manager, who will be a Support Delivery Manager,
Critical Situation Manager, or Business Critical Account Manager, as appropriate.
Data Sheet: Security Management
Enterprise
Support Services Problem Management and Escalation Process
Symantec™ Event Manager for Antivirus
At this next level, the Escalation Manager partners with the assigned Symantec Technical
Support Engineer and your organization to drive resolution of the technical issue. The
Escalation Manager will manage communication and feedback.
The Escalation Manager has access to a dedicated Symantec team of technical experts
and will maintain the momentum needed to address your issue in a timely manner. The
Escalation Manager will engage executives within Symantec, as needed.
Escalation Team key roles and responsibilities
The Escalation Team is a Virtual Problem Management Team of Symantec specialists,
including the following technical and management staff:
Technical Support Engineer
• Develops and documents the technical action plan.
• Identifies need for additional technical assistance, that is, technical advancement.
• Monitors technical progress for the escalation and provides regular updates
to the Escalation Team.
• Delivers patches, workarounds, or communicates other resolutions.
• Provides specialized technical expertise.
• Coordinates to obtain product engineering modifications, if applicable.
Duty Manager
• Entry point to the escalation process.
• R
esponsible for ascertaining the business impact of the case escalation request,
based on the information you provide.
• Acts on the case escalation request.
• If sustained management involvement is needed, assigns the escalated case to
an Escalation Manager. Will be a Support Delivery Manager, Critical Situation
Manager, or Business Critical Account Manager, as appropriate.
Escalation Manager
• A
Support Delivery Manager, Critical Situation Manager, or
Business Critical Account Manager, as appropriate.
• Your primary advocate during the escalation process.
• Communicates the overall action plan to you.
• Focuses on customer satisfaction.
• L
eads the Escalation Team, which may be comprised of Sales, Systems Engineering,
Professional Services, Support, Development and/or Product Management Team
members, for example.
• Recruits additional resources, as needed.
• Obtains your approval for the action plan.
• W
orks to ensure that all parties are informed
throughout the escalation.
Data Sheet: Security Management
Enterprise
Support Services Problem Management and Escalation Process
Symantec™ Event Manager for Antivirus
What can I expect during an escalation?
You and your assigned escalation point of contact will collaborate and develop a
communication plan. Where applicable, we will work to develop a technical plan of
action with you to address the key technical issues. The escalation point of contact will
update Symantec internal stakeholders, including your Account Team and Symantec
executives, on the status and progress of your case. Your escalation point of contact
serves as your primary advocate within Symantec and will become an essential key
member of your problem resolution team.
What criteria does Symantec use for closing my escalation?
An escalation will be considered closed if it meets one or more of the following
requirements:
1. The plan of action has been completed.
2. The initially agreed upon objectives have been achieved.
3. A reasonable period has elapsed without problem recurrence.
4. T
he escalation has been reviewed and an agreement has been reached to
downgrade the case severity level.
5. You have agreed that the issue is addressed.
6. S
ymantec has determined that the issue cannot or will not be resolved and
this has been communicated to all parties.
Data Sheet: Security Management
Enterprise
Support Services Problem Management and Escalation Process
Symantec™ Event Manager for Antivirus
More information
Click here for technical support
http://www.symantec.com/business/support/contact_techsupp_static.jsp
About Symantec
Symantec is a global leader in providing security, storage, and systems management
solutions to help consumers and organizations secure and manage their informationdriven world. Our software and services protect against more risks at more points, more
completely and efficiently, enabling confidence wherever information is used or stored.
Symantec World Headquarters
350 Ellis St.
Mountain View, CA 94043 USA
www.symantec.com
Copyright © 2012 Symantec Corporation. All rights reserved. Symantec, the Symantec Logo, and the Checkmark Logo are trademarks or registered trademarks of Symantec Corporation or its affiliates in the
U.S. and other countries. Other names may be trademarks of their respective owners. 5/2012 21224410